Looking for advice on a persistent integration issue between Genesys Cloud Architect and ServiceNow. We are attempting to create an incident record via a Data Action webhook immediately after an IVR node captures customer details. The flow executes successfully up to the webhook node, but ServiceNow rejects the payload with a 422 Unprocessable Entity error.
The error response from ServiceNow indicates that the caller_id field is invalid, despite the value being a valid UUID string extracted from the {{interaction.id}} variable. I have verified the ServiceNow REST API endpoint and authentication credentials are correct by testing with Postman. The issue appears isolated to the Architect execution context.
Environment details:
- Genesys Cloud Version: Current Release (Q4 2024)
- ServiceNow Version: Washington DC
- Webhook Method: POST
- Content-Type: application/json
I have reviewed the standard documentation for Data Action webhooks and confirmed that the JSON structure matches the ServiceNow API requirements. Is there a specific transformation required for UUIDs when passing them from Architect to external REST APIs? The logs show the payload is being sent, but the rejection happens at the service layer. Any insights on how to debug the actual payload being transmitted from the Architect node would be appreciated.